Adam Young

Background

About Adam Young

Director of Digital Client Success at Consensus. I'm here to transform how companies treat their customers—not with stuffy, old-school service, but with smart digital CX strategies that genuinely drive growth and retention. Spoiler alert: We're just getting started and already seeing some early impact! With almost a decade in Customer Success, support, and growth, I'm a leader who believes your best customers should be your biggest cheerleaders. My secret sauce is using a human-first approach layer with automation, AI, and process refinement to make the digital experience feel seamless and effective. I let the results do the talking: Growth Leader: I’ve led teams that brought in seven figures in annualized upgrade revenue (22% of ARR) and secured millions in net new ARR. Retention Architect: When Net Revenue Retention (NRR) needed a boost, I helped trigger a 14-point turnaround in a single quarter. My team also consistently hit 93% Gross Revenue Retention (GRR) during tough economic times. Builder Mindset: I love creating tools that actually help. I designed an ROI calculator to help customers fight for budget (it’s now an inbound lead generator!) and built a maturity model to guide the CS team's strategy. The Big Picture: My current focus is developing a unified digital customer experience strategy across all segments—treating digital as a company approach, not just a service lane. I'm all about finding impactful ways to unlock more value for customers. If you're leveraging automation to level up your CS game, reach out—I’d love to talk shop!